Learning Support Specialist

4 weeks ago

Hyattsville, Maryland, United States AccelerEd Full time
Job Overview

The Learning Support Specialist plays a crucial role in the Learning and Innovation team at AccelerEd. This team is at the forefront of developing innovative learning experiences in a technologically rich environment, contributing to various AccelerEd initiatives. The Learning Support Specialist is a key contributor to the team responsible for applying course updates and troubleshooting functionality issues for online courses in a higher education setting. This team member will contribute to effectively supporting and maintaining platforms and technologies that enable next-generation learning experiences. This includes, but is not limited to, learning management systems, content management systems, and third-party and custom-developed learning technologies. Core skills required in this role include excellent communication, problem-solving, and the ability to learn and work across many technologies.

Please note: The core hours for this position are 11am—7pm Eastern Time. This position also requires commitment to being on call for critical issues during assigned weekends and holidays.

Key Responsibilities
  • Process content change requests and maintain content versioning.
  • Effectively address support requests related to learning technology; responsible for research and development of resolutions to new and emerging issues that require the highest level of technical expertise for the supported platforms.
  • Provide high-quality written communication to collaborate professionally with customers and other departments, document ticket resolution, and contribute towards team process and product documentation repository.
  • Effectively lead meetings with stakeholders to gather course updates and trouble-shooting needs.
    • Generate reports for the ticketing system, learning management, and content management systems; recognize, and act on inconsistencies in data and escalate issues.
    • Perform testing, analyze testing results, and report errors to appropriate teams.
    • Create user stories for bugs, enhancements, or new technologies.
    • Provide training and technical assistance for applicable systems or processes to customers and team members, as needed.
    • Provide excellent customer service.
      • Execute project plans related to learning technology and content management-related processes and initiatives.
      • Manage user accounts, groups, and permissions for supported content management systems.
      • Perform other job-related duties as required.
    Minimum Qualifications, Knowledge, Skills, and Abilities
    • Education
      • Bachelor's degree in information technology, or related field or commensurate experience
        • Required Knowledge, Skills & Abilities
          • Experience working in a learning management system (LMS) in an elevated role, such as an administrator or content developer
          • Experience working in a client-facing role providing high-quality customer service in a professional environment
            • Proficient in the use of Microsoft Office products
            • Excellent technical writing
            • Experience identifying potential risks and opportunities, root cause analysis, and problem-solving
            • Able to work independently and on a team
            • Passion for new technologies and education
              • Excellent communication, organizational, and time management skills
              • Able to concurrently manage multiple assignments and deadlines
                • Preferred Qualifications

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